Lilibeth Reyes

EXPERIENCE LILIBETH M REYES TEAM LEADER / T ASKUS December 2020 - November 2022- ● ● ● - ADDRESS: ORION, B ATAAN OBJECTIVE Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. ● ● ● ● ● ● ● Team Leader Admin tasks Customer service Ability to speak, write and understand better in English Make sure that each of your Teammates delivers on his/her Service Level Agreements (SLAs) and achieves his/her Key Performance Indicators (KPIs); Organize and handle the team and make sure everyone adheres to their schedules; Train and help in the development of your team by conducting team huddles and coaching sessions; Evaluate strengths and weaknesses of your Teammates; Offer solutions for your team’s growth and development; Create reports of your team’s performance and document feedback from your client; Manage issues that might arise, including HR-related ones; Think of solutions creatively; and Act as the liaison between the management and your team TEAM LEADER,T EAM LEAD TRAINEE / CONCENTRIX December 2019 – December 2020 / December 2018 – December 2019 ● ● ● SKILLS Manage day-to-day planning and operations of your team; ● ● ● ● ● ● ● Reports Responsible for the day-to-day supervision of the team including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls as needed Stay current on internal work processes, policies and procedures. Attend required manager development training Create and maximize relationships with client partners Create business review report, present and attend business reviews with client Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner Creates and implement projects for team’s better performance PROGRAM READY TRAINER / CONCENTRIX April 2016 – December 2018 ● ● ● Facilitate the training of classes as required Present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts Assist in evaluating the performance of associates using tools available such as assessments, playbook observations, etc. to the Trainer and Training Manager ● ● ● Responsible for achieving individual training performance metrics Support the transition of trainees from training to production environment, ensuring competency levels meet business needs Participate in Convergys and client training sessions as required BUSINESS SUPPORT / CONCENTRIX April 2016 – December 2018 ● ● ● ● ● Creates various reports for operations and clients, such as PSL simulation, phone metrics, utilization, etc. Create business review report, present and attend business reviews with client Monitor real time queues and ensures that SLA and ABN Rate is met Create presentation for Weekly and Monthly business reviews Assist in answering calls in case of high call volume ● Monitors and evaluates a sampling of inbound and/or outbound calls ● Provides feedback and coaching sessions ● Ensures that lines, tools and systems are working properly ● Works with all other support departments (Accounts / HR / IT) and contributes to other projects when needed CUSTOMER SERVICE REPRESENTATIVE / CONCENTRIX July 2012 – April 2016 ● ● ● ● ● ● Handles customer’s/partner’s issues arising from various products supported for ANZ and ISC regions Handles inbound calls, chat and email Performs outbound calls for any follow up and update to customers/partners Performs the task of Subject Matter Expert for various LOB Creates reports for some ad hoc tasks Performs different offline tasks WORKFORCE ASSISTANT / CAPGEMINI November 2010 – March 2012 ● ● ● ● ● ● ● ● Monitor real time queues and schedule adherence to ensures that SLA is met and abandoned rate is less than 3% Tracking of attendance and attrition including monthly summary preparation Maintenance of various reports such as leave balances, monthly collections, roster and agent’s timesheet Creation and communication of shift and break schedules Providing variety of reports to Clients and Operations such as daily payments and daily sales Ensures that all lines, tools and systems are always working properly Communicates directly with clients for Contact Leads and client system issues Works with all other support departments (Accounts / HR / IT) and contributes to other projects when needed RECEIVABLES LIFECYCLE AGENT / CAPGEMINI April 2010 – October 2010 ● ● Handles inbound and outbound calls for third party collections Demonstrates negotiation skills and takes responsibility for follow up to ensure customer needs and expectations are satisfied 2 ● Responsible for meeting established individual and team performance targets, which include collections, productivity and quality standards. OMD A NALYST / SYKES ASIA April 2008 - June 2009 ● ● ● ● ● Monitor real time queues and schedule adherence and tracking of attendance Updating of raw database as basis for various reports Create and maintain agent level schedules. Assigning shift schedules for all Representatives Leave approval Review data and provides feedback using a template CUSTOMER SERVICE REPRESENTATIVE / SYKES ASIA September 2006 - April 2008 ● ● ● Handles customer’s problems arising from various products supported. Monitors ATG Grid and ensures that all systems are running. Informs customers of a system down situation and creates the necessary case type to be submitted to the proper center. EDUCATION BACHELOR OF SCIENCE – MAJOR IN ACCOUNTING /- Philippine School of Business Administration 3